Customer First Business Partner

None; London; On-site; GBP 4,000 - 80,000; Full time

Job summary

A leading company is seeking a Customer First Business Partner to drive quality performance across operations in London. This pivotal role involves coaching, developing plans, and ensuring compliance with customer metrics. Ideal candidates will have extensive knowledge of customer service policies and a proven track record in stakeholder management.

Benefits

Full family private healthcare

18% Annual bonus potential

27.5 days annual leave plus bank holidays

Company pension scheme with competitive contributions

Family friendly support

Discounts and offers

Generous company sick pay

24/7 access to wellbeing services

Qualifications

• Experience in business partnering with a track record of managing stakeholders.
• Extensive knowledge of customer, quality, and service integrity policies.
• Ability to create virtual teams for continuous improvement.

Responsibilities

• Provide independent assurance of regional transformation change activity.
• Develop the Q&C Business Plan for the region.
• Coach and develop functional leadership teams.

Skills

Stakeholder Management

Continuous Improvement

Coaching

Data Analysis

Job description

Job reference 322587
Customer First Business Partner
Competitive salary, £4,800 car allowance or £4,300 cash equivalent, Full family private healthcare, 18% Annual bonus potential, 27.5 days annual leave plus bank holidays rising with serve and a company pension scheme with highly competitive contribution rates
Permanent, Full time

London reigion based requiring extensive travel across the area

Royal Mail is going through one of the most exciting periods in its history, and the Operations team is at the beating heart of the change. We're building a green, optimised network, developing cutting edge supply chain technology, and adapting the most iconic and historic logistics operation in the country to the fast-paced demands of the modern world. As a Customer First Business Partner you’ll play an important role in driving this across your region.

About the Role

This is a key regional role and you’ll be working as a business partner for the Regional Operations Directors. You’ll be providing coaching, expertise, and direction to drive sustained customer quality performance. You will also:

• Provide independent assurance of all regional transformation change activity to ensure that any to regulatory, customer metrics and/or legal exposure is mitigated, and performance impact is minimised
• Be responsible for developing the Q&C Business Plan for the region and ensuring this is driven throughout the year through monthly and quarterly business reviews.
• Use pipeline wide stratified data to ensure correct prioritisation of improvement activity and appropriate actions are deployed to maintain performance at target levels to support the achievement of Quality & Customer metrics across operations
• Establish a pro-active environment for continuous improvement to reduce defects using standard tools and techniques aligned to business KPI improvement.
• Coach, develop and up skill functional leadership teams to deliver the capabilities to achieve customer service, quality targets and business integrity across the operation

About you

To be a success in this role you’ll need to demonstrate experience and extensive knowledge of the customer, quality and service integrity policies, products, processes and regulatory framework and compliance. You should also:

• Have the ability to create virtual teams that delivers continuous improvement to our performance whilst providing opportunities to stimulate growth
• Be able to work within the Regional Operations Directors team to provide a customer conscious, balancing functional priorities to deliver a balanced scorecard
• Have the capability to rapidly assimilate a wide range of factors to identify key risks and translate these into targeted action whilst maintaining basic condition
• Be able to effectively prioritise multiple and challenging / conflicting workload requirements in conjunction with the Business Office and the other senior stakeholders in the Quality and Customer function
• Have experience of business partnering with a track record of excellent stakeholder management (including influencing and supporting Senior Leaders/Directors) successfully achieving target measures
• Experience in a business leader role modelling adherence to business standards, with an enhanced level knowledge and experience of continuous improvement tools and techniques

Extra Benefits

•Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
•Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.
•Supportive and generous company sick pay
•Your Wellbeing -you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.
*Available only to perm employees

Next Steps

The next stage of the selection process will be a face to face assessment day consisting of role play scenarios and a competency interview.

Trust forms the foundation of everything we do in Royal Mail. We want to be transparent about what kind of qualities we are looking for and build trust from the very beginning of your journey with us. The first step is your interview, and we mean ‘your’ interview. We want to give you the opportunity to shine. To enable you to do this, we will provide you with your interview questions ahead of the interview taking place. This will allow you time to prepare, and ensure you have your best examples in mind. Royal Mail Group values both trust, and our people.

We don’t expect every candidate to meet the full criteria for the role. If your experience looks a little different from the job requirements, but you feel you have the relevant skills to bring value to the role, we’d love to learn more about you.

Royal Mail are proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve.

We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required.

We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.

For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/

Closing Date: 1st June. Please note, this advert may close early if the appropriate number of applications has been reached.

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